Canadian Clean-Up Crew

1. A balanced scorecard is a management performance metric used to identify and improve

various business functions. The balanced scorecard is used to measure and provide

feedback to organizations of its resulting external outcomes. Collecting data is important

to providing quantitative feedback, which will be used by managers and executives to

make better business decisions. The balanced scorecard provides information about the

company as a while when looking at the company’s objectives. The areas a balanced

scorecard covers are learning and growth, business processes, customer perspectives, and

financial data. A balanced scorecard is used to acquire objectives, measurements,

initiatives, and goals that results from the 4 areas.

Learning and growth are analyzed through investigations of training and knowledge

resources. The main priority is to measure how well information is captured and how

effective are employees using the information to gain a competitive advantage.

Internal processes are evaluated by investigations of how well products are manufactured.

Operational management is to analyze to track any gaps, delays, bottlenecks, shortages,

or waste.

Customer perspectives are collected to gauge customer satisfaction with quality, price,

and availability of products and services. Customers provide feedback about their

satisfaction.

Financial data includes sales, expenditures, and income are used to understand the

financial performance of the company. These financial metrics include dollar amounts,

financial ratios, budget variances, and income targets.

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 2.

Perspectives Objectives Measurements

Financial Utilization of assets Utilization rates

Revenue Growth Percentage change in

revenues
Internal process Resource utilization Productivity indicators

Optimal cost Cost of sales percentage

Customer Customer satisfaction Retention percentage
Learning and growth Employee skill levels Skill set ratio

Employee happiness Survey index

3.

Fire Flood Other Totals

restoratio restoratio

n n
Comm Res Comm res Comm Res Comm Res
Overhead 45000 9000 33000 6600 4000 800 82000 16400

cost

allocated
Equipmen 350 70 600 120 75 15 1025 205

t hours

used
Cost per 128.57 128.57 55 55 53.33 53.33 80 80

equipment

hour

Fire Restoration: CCC has higher costs by $5000 in commercial and $1000 in residential.

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 Flood Restoration: CCC has lower costs by $3500 in commercial and $700 in residential

Other Restoration: CCC has lower costs by $3000 in commercial and $600 in residential

Based on these numbers, CCC should focus on other restorations as it is the most cost efficient

and profitable. They should allocate more resources to their fire restoration to improve their

overall cost.

4.

Issue Implication Recommendation

Employees enters client info Client information may be Purchase a secured network

on a shared spreadsheet over compromised and stolen by that encrypts data from an

an unsecured connection. an unwanted user. Internet service provider that

uses 2 factor authentication

technology.
Employees fill their own There is no way to verify the For all the job expenses, the

summary of job expense accuracy of the expenses and employees need to attach a

summary and work hours. hours the employees are physical/digital copy of all

recording. receipts related to the job

expense before being

reimbursed.

For the hours recorded, each

employee needs to fill out a

detailed work log that

outlines the number of hours

each task took.

Supervisor only reviews their Since everyone is checking Need to implement a system

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 portion of the job and each their own work, there is a where a neutral interest can

employee only checks their potential for fraud to occur as review each employee and

own work. nobody is reviewing supervisor’s work to ensure

everyone’s work. that it is free from material

error that can have substantial

impact.

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